Service Level Agreement

Purpose

This Service Level Agreement ("SLA") describes our targets for cloud service availability and support response for paying subscribers. It does not apply to demo sandboxes or trial tiers unless agreed in writing.

Availability target

We aim for 99.5% monthly uptime for the core cloud application (admin dashboard, API, and online storefront pages), excluding scheduled maintenance announced in advance. Uptime is measured at the load balancer; local offline POS installs may operate without cloud connectivity by design.

Excluded downtime

• Planned maintenance windows (typically off-peak, with prior notice).
• Issues caused by third-party networks, DNS, or payment provider outages.
• Misconfiguration or unsupported use by the customer.
• Force majeure events beyond reasonable control.

Support

Support channels and response targets depend on your plan — email for all tiers; priority handling for Business and Enterprise where stated on the pricing page. Critical outages affecting many tenants receive highest priority.

Service credits

If monthly uptime falls below the target, eligible paid accounts may request a service credit within thirty (30) days by emailing hello@multistorepos.com.ng with logs or timestamps. Credits, if granted, apply to future subscription fees only and are not cash refunds.